May 2018 Monthly Performance Report

Monthly Performance Report May 2018

Goal: Provide high quality public safety and judicial services

70% within 5 minutes strategic goal

on track

Police Response Time & Crime Rate The Rock Hill Police Department set a strategic goal for the FY2016FY2018 to respond to 70% of Priority One calls, as determined Rock Hill Police Dispatch, within five minutes. This goal has been achieved and maintained.

Violent Crimes Count March

31

April

23

May

31

2% Reduction in Violent Crime (Five Year Average) strategic goal not on track

Although over the past 12 months, violent and property crimes have been trending down; violent and property crimes have increased over the five-year average.

The Rock Hill Police Department continues to face the nation-wide challenge of recruiting qualified officer candidates and the state-wide challenge of scheduling new recruits to attend the State-run Criminal Justice Academy.

Property Crimes Count March

214

April

259

May

227

1% Reduction in Property Crime (Five Year Average) strategic goal not on track

Goal: Provide high quality public safety and judicial services

Warrants

March

April

May

Received

234

240

243

Served

243

230

222

Court Cases

Disposed/ Discharged exceed New strategic goal not on track

Warrants & Court Cases Rock Hill Municipal Court works with the Rock Hill Police Department to process and serve two types of warrants. An arrest warrant is issued by a judge when they believe that there is probable cause that a crime has been committed and the person who committed it is identified; a bench warrant is issued when a defendant does not appear for a court date. The warrant process has undergone significant change at the State level, due to instructions from SC Chief Justice Beatty on 7 November 2017 under which all active bench warrants pending service were withdrawn and are being reviewed by the court to ensure they comply with constitutional due process.

In the FY2016—FY2018 Rock Hill Strategic Plan, the object to “Efficiently manage the Municipal Court’s caseload” is measured by the following goal, “Number of cases disposed of, or the number of cases under conditional disposition, exceeding the number of cases filed each year”.

Chief Justice Beatty’s instructions on how to better ensure the protection of a defendants rights has significantly slowed the process for disposing of cases. The new procedures include continuing cases and issuing bench warrants for failure to appear before the defendant can be tried in absence. If a bench warrant for failure to appear is not served the case may never be disposed of. Once the bench warrant is served, the defendant is given a new court date.

Goal: Provide high quality public safety and judicial services Priority 1 Call Response Times

May

Fire Calls

87%

90% Priority 1 Fire Calls within 5 minutes strategic goal

Average Response Time t Priority One Calls—4.7 minutes

not on track

Medical Calls

86%

90% Priority 1 Medical Calls within 5 minutes strategic goal not on track

Below 0.9 fire incidents per 1,000 strategic goal

on track

0.7 12 Month Rolling Average

Fire Incident Rate

Fire Incident Rate— 3.62 fire incidents per 1,000

Fire & Medical Response Time Rock Hill Fire Department has a strategic goal to respond to 90% of all Priority One fire and medical calls, as identified by York County Fire dispatch, within five minutes. The number of Priority One calls has been trending up, and for April 2018 the response time measure has not been achieved, as 87% of fire and 86% of medical Priority One calls received a response time of under five minutes.

The Fire Department is using the budget process to explore the possibility of additional resources to improve the response times and reach their targets. Additionally, improvements to Fire Service will allow the Fire Department to maintain its ISO 1 certification, which ensures that resources, training and all aspects of the Fire Department are optimal and positively affect residents’ private insurance rates in the fire service area.

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Goal: Provide high quality public works and stormwater services

100%

300.4

Potholes Repaired within 2 days

Miles of streets swept MS-4 Requirement clean basins strategic goal

on track

101

20

CORH Traffic signs installed

Utility cuts Repaired

100% Pothole work orders completed in 2 days strategic goal on track

Update all City owned street signs by 6/30/2018

strategic goal

Stormwater & Street Maintenance Sweeping streets and other on-going Stormwater and Public Works operations all contribute to Rock Hill’s requirements under the Clean Water Act. Rock Hill Public Works has kept up with these requirements. Additionally, these actions, along with clearing catch basins and culverts, lessen instances of flooding and protects people and property.

As part of the FY2016—FY2018 Strategic Plan, there was an emphasis on street maintenance, particularly potholes, which had been a frequently voiced concern of residents. Two specific pothole trucks were put out on the streets of Rock Hill, enabling the pothole crew to fix potholes within two days of them being reported. Utility (water) improvements at the same time as road improvements has reduced the number of future utility cuts; however, this would need further analysis to say with certainty.

Goal: Provide high quality parks, recreation and tourism services

Total Users

March

April

May

Parks

82,888

122,001

96,580

Recreation Centers

16,230

15,797

14,417

Parks & Recreations User Counts Parks, Recreation, and Tourism (PRT) tracks user count for all the Rock Hill parks and participants at City recreation centers. Tracking the number of residents and visitors using facilities enables PRT to align resources, plan maintenance, and add programming of interest to residents.

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Goal: Provide high quality electric, water and sewer services 9.32

52.7

99.98%

min

min

ASAI— System was available

CAIDI—Avg

SAIDI—Avg

Electric Service

Interruption duration

customer interruption

Less than 162.08 minutes SAIDI

Less than 85.26 minutes CAIDI

99.95% ASAI

strategic goal

strategic goal

on track

on track

not on track

strategic goal

Electric Reliability Rock Hill Electric uses three different measures to monitor reliability. The System Average Interruption Duration Index (SAIDI) measures the system-wide average power outage duration per customer; the Customer Average Interruption Duration Index (CAIDI) measures the average duration of a power outage per interruption; and the Average Service Availability Index (ASAI) measures the percentage of time the system is available. Everything from thunderstorms to cut lines to an animal encounter can affect these measures. Crews are mobilized to lessen the duration of issues and equipment automation is deployed to minimize the impact of events. The City is using newly installed distribution automation equipment, field SCADA devices, and system modeling software to help responders quickly identify the specific areas where faults occur in order to help improve restoration times.

2016

May Average

Water Flow

Raw Water

Finished Water

2017

2018

Wastewater Average May daily flow of the Manchester Creek Wastewater Treatment Plant

22.5

20.0

21.6

MGD

MGD

MGD

21.4

18.7

MGD

MGD

2016

29.3 MGD

20.8

2017

22.5 MGD

MGD

2018

15.6 MGD

Water & Wastewater Water usage and wastewater discharges are impacted by weather and vary by season of the year. Potable water use begins to trend up in May due to the onset of warmer, drier weather. Staff works hard to limit the amount of water lost , mostly due to leaks and other factors. Water loss calculations are determined by tracking the difference between the treated/finished water leaving the plant and the total amount of water sold.

The amount of potable water sold has been increasing due to population growth and the number of irrigation systems being installed. To accommodate the increased demand, the City is in the process of expanding the capacity of its Raw Water Intake on Lake Wylie and Water Filter Plant (WFP) on Cherry Road. In addition to these increased water demands, the discharges to the City’s Manchester Creek Wastewater Treatment plant (WWTP) are also increasing. It is for this reason, the City is expanding the capacity of the WWTP. As part of the WFP and WWTP expansions, both plants will receive upgrades to improve operational efficiencies.

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Goal: Provide high quality economic development services 200 new jobs by 6/30/2018 strategic goal

158 Jobs created Open for Business

399 Permits issued

$16 million valuation of permits

641 Building inspections

Open for Business The Planning Department provides economic development services through the Open for Business program. Open for Business assists new businesses through the various permitting and license requirements. One measure from the City Strategic Plan for Open for Business is to create 200 jobs through assistance from FY2016 to FY2018. One hundred fifty eight jobs are attributed to Open for Business in May 2018 alone; this target has been achieved.

Goal: Ensure exceptional customer service and proactive communication through accessible, responsive, and knowledgeable employees

307

83

2:21

seconds

New Twitter followers

minutes

Hold time

Hold less than 90 seconds strategic goal

not on track

Talk less than 2:30 minutes

Talk time

strategic goal

on track

Utility Call Center Hold Time and Talk Time Rock Hill Utilities are in the process of major changes, including installing new, state of the art, meters. Hold times have been above the target range for 22 of the last 23 months and talk time has exceeded the target for 8 of the last 23 months. Customers have experienced longer hold times and slightly longer talk times due to the challenges associated with the meter install coupled with the ability to handle more complex and information based calls.

As Utilities works through the new meter installations and to adequately address customer concerns during a call, progress continues on general customer service; including, but not limited to, a new phone systems, shared and consolidated services, and process improvements to enhance the customer experience. Multiple departments have come together to map the various customer processes and create training documents to ensure consistent and streamlined customer service.

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Goal: Create a vibrant Knowledge Park area

Knowledge Park

May

Facebook Likes

19,230

7.5%

10% Increase in site traffic

Increase over June 2017

strategic goal not on track

March

Old Town Events

2

YTD

22

20 Old Town events a year strategic goal

Knowledge Park Knowledge Park is an economic development strategy for bringing jobs, businesses, residents and activities to the center of Rock Hill. Engaging Rock Hill citizens through marketing and events is a key part of this strategy. Two ways this is being done is through social media and sponsoring events in the Old Town area to bring in residents and visitors to the area. Social media activity has been an initiative for FY2018, to get the word out about Knowledge Park.

Goal: Contribute to the success of the community’s business parks

9

$76.5

Active Prospects

million

Potential Investment

951 Potential New Jobs

Business Parks Businesses are constantly exploring opportunities to relocate or expand in Rock Hill. Above is an update on prospective companies—companies who have Rock Hill on their short list of preferred locations. The Rock Hill Economic Development Corporation (RHEDC) works with York County Economic Development to track and negotiate with potential new business employers who are considering moving to Rock Hill and York County.

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Goal: Create a vibrant Knowledge Park area Knowledge Park Action Plan Community input is critical to the success of Knowledge Park. To that end, the Economic and Urban Development Department is coordinating an Action Plan for the area that will establish specific work programs for the next five years.

Work began in February, in earnest, on Hold at the Knowledge Park Action Plan. Eight least one stakeholder meeting actions teams, are developing recomin the evolution of mendations that will be included in a Knowledge Park community presentation on June 21. Action Teams are being facilitated by strategic goal an Action Team leader and a City staff liaison. The community can keep up to date with progress using the website knowledgeparkrocks.com

Goal: Support the study and development of key city corridors

Permit Activity FY2018 YTD

$54

$3.8

million Cherry Rd

million Galleria

Cherry Rd See $1 million in new development

Galleria See $1 million in new development

Saluda See $1 million in new development

strategic goal

strategic goal

strategic goal

$51K Saluda

not on track

Key Corridors—Subarea Plans and Economic Development Goals Subarea plans are plans that study smaller areas of the City and provide development goals and policies unique to that area. Subarea plans could include neighborhood plans, corridor studies, and downtown master plans. The permit activity in the subareas of Cherry Road and Saluda Road are monitored to show non-residential permits that have been obtained fiscal year to date, with a goal to have $1 million in new development in each subarea each fiscal year. One million dollars in investment in the Galleria area is an economic development goal that was included in the strategic plan, but does not have a subarea plan. The same methodology is used to monitor permit activity in the Galleria area.

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Goal: Strengthen neighborhoods through partnerships that promote community, identity, and livability

4

1

Rehabilitations

YTD 24

Demolitions YTD 26

20

30

Rehabilitations strategic goal

17 Neighborhood meetings

YTD 188

86% Voluntary compliance rate

175

66%

Demolitions

Neighborhood meetings

Voluntary Compliance

strategic goal

strategic goal

strategic goal

on track

on track

Housing and Neighborhood Services Housing and Neighborhood Services forms partnerships between neighborhood residents, the business community, and various government agencies to create a safer, healthier, and friendlier environment. This mission is measured by the number of home rehabilitations and demolitions (depending on the need in the neighborhood) as well as availability to neighbors by attending their meetings. Enforcement of Rock Hill Codes and Ordinances also supports safer neighborhood environments. These measures are all on target. Below is a breakdown of different types of Code Enforcement cases opened in May 2018. Nuisance code issues are by far the most prevalent violations.

The majority of open code enforcement cases are classified as a “Nuisance”. “Nuisance” violations include graffiti, overgrown grass, yard debris, and junk/derelict vehicles.

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Goal: Offer a variety of opportunities to engage citizens, build public trust, and encourage civic pride

Engagement

April

May 10%

Website Visits

64,918

increase in social media engagement

67,911

strategic goal

May

Facebook Likes

6,218

46% increase over June 2017

Website & Social Media Rock Hill has a strategic goal to “Offer a variety of opportunities to engage citizens, build public trust, and encourage civic pride�. This is measured with a count of website visits and Facebook likes. In May, more residents visited the website using a mobile device (48%) than by using a more traditional desktop computer (46%). Knowing how residents access the website enables Public Information to offer web content that translates to that format.

Goal: Cultivate partnerships that encourage a wide range of cultural, recreational, and educational opportunities for all ages

291 Therapeutic Recreation participants

Provide opportunities for special populations

Add 30 O.W.L.S club members

strategic goal

strategic goal

on track

5 O.W.L.S. Club new members FYTD Total Member

701

Targeted Programs for Seniors & Special Populations Among other programs, Parks, Recreation & Tourism provides recreation opportunities for seniors and special populations. Two of these targeted programs are O.W.L.S. (a seniors program) and the therapeutic recreation program which focuses on providing meaningful experiences through leisure activities for children and adults who are disabled. Both programs have been popular and well utilized by the community.

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Neighborhood Park Construction Update: Lige Street Park – 400 Lige Street. This park offers a youth ball field, picnic area, picnic shelter, playground, and a basketball court on 2.4 acres. Park Hours: Dawn to dusk Infrastructure upgrades are underway at Lige Street Park. Parking lot paving was completed in May and will be striped in June. A playground unit, fall surfacing and shelter are upcoming projects.

City of Rock Hill 155 Johnston St. PO Box 11706 Rock Hill, SC 29731 www.cityofrockhill.com 12